Orders, Shipping & Returns
Everything you need to know about your Nello orders, from tracking your shipment to understanding our returns policy. We're here to ensure a smooth experience!
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Where can I purchase Nello?
You’ve got options—just make sure they’re the real ones. You can shop Nello at these official retailers:. drinknello.com – all flavors, bundles, and exclusive drops. Target (nationwide + online) – find us in the wellness aisle or at Target.com. TikTo
How do I know if I'm buying real Nello?
We’ve got a dupe problem—because our formulas work (and taste really good). Unfortunately, some third-party sellers are offering products that look like Nello but aren't the real deal. These dupes often contain low-quality ingredients and don’t follo
What should I do if I think I received a fake Nello product?
If something seems off—taste, texture, packaging, or source—we’re here to help. Please email us at [email protected] with:. A clear photo of the product and packaging. Where you purchased it. Your order number (if available). Our team will inves
How long does delivery take?
We know you're excited to receive your Nello! Here’s a breakdown of our shipping process to give you a better idea of delivery times:. 1. Order Processing:. 2. Shipping & Transit:. 3. Tracking Your Order:. 4. Understanding Tracking Status:. Please ke
When will my order ship?
We know you're eager to get your Nello! Our fulfillment team takes great care in preparing every package. You'll receive a shipping confirmation email with tracking information as soon as your Nello is officially on its way!
Can I track my order?
Absolutely! Once your order ships, you’ll get a confirmation email with a tracking number. Click the tracking info in the email, and it will direct you to the carrier's website with all the information you need!. If you are having trouble tracking yo
What should I do if my order is marked as delivered but I have not received it?
If your order is marked as delivered but you have not received it, please follow these steps:. If you still haven't located your package after following these steps, please contact our support team for further assistance.
Do you ship outside of the United States (U.S.)?
Currently, we can only ship within the United States (excluding U.S. territories).
My bank account shows multiple charges for one purchase.
If you’re seeing more than one charge on your bank statement for a single Nello order, don’t worry! What you’re most likely seeing is an authorization hold, not a duplicate charge. This is a common banking practice used to verify that your card is va
How do I cancel my order?
We move fast — most orders are picked and packed shortly after they’re placed, often within the hour. That means there’s only a short window where cancellation/modification is possible. Email us ASAP at [email protected] with the subject line: “
What should I do if I accidentally provided the wrong shipping address?
If your order has already been processed, we may not be able to change the shipping address. However, if it's shipped via USPS, you can submit a package intercept form on their website for a fee. If the package is returned to us due to an incorrect a
What if I ordered from a Fraudulent website/store?
If you discover that you have ordered from a fraudulent website, you will need to contact your bank or credit card company immediately to dispute the charge. Unfortunately, we cannot issue a refund or fulfill your package because the fraudulent site
What should I do if I want to cancel an order that has already been shipped?
If your order has already been shipped and you wish to cancel it, we recommend refusing the delivery when the package arrives. By doing so, it will be returned to us, and once we receive it, we will issue a full refund to you. Unfortunately, we are u
What should I do if my order arrives damaged or with missing parts?
If your order arrives damaged or with missing parts, we sincerely apologize for the inconvenience. We are committed to sending you a replacement immediately. To expedite this process, please provide us with the following information:. Additionally, p